Desktop Support Technician

Job Title

Pay Range: $21hr - $26hr

Requirement/Must Have

• 1+ years of experience in desktop support or related field.
• Strong verbal and written communication skills.
• Excellent communication and presentation skills.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Manage incidents and service requests using ServiceNow or other ITSM tools.
• Follow SLA, KPI, escalation, and communication processes.
• Troubleshoot Windows, macOS, and mobile devices.
• Provide onsite support for Zoom Rooms and Microsoft Teams Rooms.
• Provide Level 1 deskside / desktop support for hardware, software, operating system, and connectivity issues.
• Troubleshoot and resolve incidents related to laptops, desktops, printers, peripherals, mobile devices, and accessories.
• Support both MacOS and Windows endpoint environments, including installation, configuration, and break-fix support.
• Diagnose LAN, Wi-Fi, VPN, remote access, and basic network connectivity issues.
• Prepare and provision devices and accessories for new hires to support Day-1 readiness.
• Support employee moves, role changes, and offboarding activities, including device recovery and access coordination.
• Follow defined SOPs and checklist-driven processes for onboarding and offboarding support.
• Provide onsite support for Zoom Rooms, Microsoft Teams Rooms, AV conferencing solutions, displays, cameras, microphones, and shared meeting room equipment.
• Troubleshoot audio, video, screen-sharing, and presentation issues during meetings and business-critical events.
• Provide white-glove / executive meeting support when required.
• Support Google Suite primary and Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
• Assist users with collaboration and productivity tools such as Slack, Jira, Confluence, and other enterprise-approved applications.
• Coordinate with application, endpoint, security, and infrastructure teams for advanced issue resolution.
• Log, update, categorize, resolve, and close incidents and service requests in ServiceNow or designated ITSM tools.
• Adhere to defined SLA, KPI, escalation, and communication requirements.
• Maintain clear ticket documentation, troubleshooting steps, user communication, and resolution notes.
• Participate in problem management, root-cause analysis, and continuous service improvement activities.

Nice to Have

• Mac-first or Mac-heavy enterprise support exposure.
• Slack-based user support ecosystem and service-channel operating model.
• ServiceNow and Jira exposure for incident, request, and workflow management.
• Meeting room, AV, and workplace technology support.